Service Transition Manager

**Service Transition Manager**

**Brisbane OR Sydney**
- **Rare opportunity to design and develop the IT service transition process from the ground up**:

- **Work with the new Momentum model, an evolution of Agile**:

- **Join one of the leading Insurers within Australia, collaborative and supportive company culture**

We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler and better for our customers and each other.

**About the role**

Suncorp has recently moved to the new Momentum model (an evolution of Agile), splitting the Change and Run functions and this role will be key to establishing the service transition process, engaging heavily with a range of stakeholders from Executive Managers, Project Managers to platform teams and operational delivery teams. You will be fundamental in expanding the service transition function as a practice and capability.

The Service Transition Manager (known internally as a Capability Specialist) will be proficient in Service Transition Management along with IT Service Management, working with a talented team in a high-performance culture in the Service Integration and Management (SIAM).

You will be able to ensure all new, modified or retired services are transitioned in / out of the operational technology service portfolio successfully and have full management of the Service Transition lifecycle, working with stakeholders from Project inception through to Early Life Support post the launch of a new, modified or retired project or initiative.

This is an exciting role within Suncorp to really make your mark in developing and designing the Change to Run service transition process from the ground up.

**What you’ll do**:

- Work with stakeholders to define the scope, processes, and implementation of Service Transition.
- Develop and maintain processes, workflow, and tooling to support Service Transition.
- Provide guidelines to stakeholders to ensure requirements are known, managed, and coordinated to support the introduction, upgrade, decommission of all new, modified, or retired services.
- Identify impacts to SIAM / Service Management processes and ensure baseline alerting / monitoring, knowledge, configuration, asset, incident requirements are met for incoming Projects and initiatives.
- Produce metrics, reports and dashboards to monitor and manage the Service Transition process.
- Ensure that the impact of new / enhanced / retired services on “Run” teams is captured before the work is transitioned. Specifically looking at impacts on Partners that may have operational or commercial consequences.
- Ensure a detailed, workable, comprehensive, and feasible Service Transition process is timeously delivered throughout the organisation.
- Provide expert Service Transition support and manage critical interfaces with key business stakeholders for program/project scope definition, funding, design, commissioning, operator acceptance, and training.
- Continuously improve the Service Transition process using data, metrics and feedback

**What you’ll bring**:

- Experience performing service management role/s in complex organisations with multi-sourced delivery models; you may have been a Release and Deployment Manager or Service Transition Manager, we would also consider a Project Manager who has worked on Technical projects
- 3 + years of ITIL process experience (Incident, Event, Release, Change, Problem, etc.), ITIL v3 or v4 Foundations or relevant experience
- Experience in an IT Operations or Infrastructure support role (Service Desk, Business Analysis, Major Incident Management, NOC, etc.)
- Exposure to Service Transition in an Agile environment
- A good working knowledge of IT service principles and frameworks including ITIL, process tools (ServiceNow), frameworks, and best practice methods.
- Proven IT support experience with broad technical knowledge.
- Demonstrated experience in leading process improvement and organisation change initiatives
- Motivated, persistent with a high level of initiative and works well in a team
- Experience working in a financial services organisation would be highly regarded

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
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